Published by: Raquel Gomes | October 31, 2025
When it comes to law firm growth, few things are as underrated as your legal intake process. It’s where potential clients decide whether they trust you or the next firm on their Google search. Yet most firms don’t measure how well their intake team performs.
Let’s fix that. Below are the key metrics to track and improve your intake performance.
What it is: The percentage of potential clients who contact your firm and sign a retainer.
Benchmark: 30-50% for most practice areas.
If you’re under that, it’s usually not a “bad lead” problem; it’s a process problem. A dedicated intake specialist (or remote team like Stafi Live) can make a huge difference. They’re trained to handle first impressions with empathy and structure, winning trust in real time.
What it is: How much you spend on marketing to acquire one new client.
The truth: Your marketing spend means nothing if your intake process leaks leads.
If you’re spending $2,000 on ads and only closing a handful of cases, your CPA skyrockets. Strong intake systems like Stafi’s bilingual 24/7 specialists aren’t an expense, they’re a multiplier of your marketing ROI.
They ensure every dollar you spend on advertising has a real chance of turning into retained revenue.
What it is: Total revenue one client brings over time, including referrals and repeat business.
When intake specialists connect authentically, they increase not just the chance of signing a case but the quality of the client relationship.
At Stafi, our intake reps are human-first professionals trained through Stafi University. Our specialized coaches keep their skills sharp, and we partner with the Intake Academy to elevate communication across law firm teams.
The stat that matters: 67% of potential clients choose the first law firm that calls them back.
Whether your intake team is in-house or remote, track how fast they respond and how consistently they follow up.
With Stafi’s Legal Delegation Hub or Stafi Live’s Dashboard, firms monitor interactions, analyze performance, and ensure every inquiry gets a timely, professional response.
Evaluate each call with this quick checklist:
- Professional greeting
- Basic probing questions
- Empathetic voice tone
- Verified client information
- Clear action item at the end
- The caller felt heard and helped
- The rep sounded knowledgeable
You don’t need enterprise software, just consistency and awareness.
And if you’d rather not build this from scratch? Stafi’s intake team already operates on these standards with weekly coaching calls.
Tracking the right metrics transforms your intake from a guessing game into a predictable revenue driver.
Whether you keep things in-house or partner with Stafi Live, remember: data doesn’t just tell you what your team is doing, it reveals how your clients feel.
And in law, feelings are facts that convert.
Call our 24/7 line: (786) 891-5619 or schedule a consultation here to delegate your intake powerhouse.